Ivanti Neurons for ITSM Connector Guide

Summary: How to set up and use the Ivanti Neurons ITSM connector in Ivanti Neurons RBVM/ASPM/VULN KB.

Overview

The Ivanti Neurons for RBVM, ASOC and VULN KB platform provides a connector that integrates with Ivanti’s ITSM Incident, Problem, and Change for ticket creation from the RBVM or ASOC modules in the platform. Ivanti Neurons users can create tickets for a specific project when configuring the connector. The ITSM user credentials used in the connector configuration should have create, read, and write permissions to the specific project to create tickets and subsequently query ticket status from the ITSM ticket. When creating a ticket, the connector allows user to create a ticket on a single vulnerability, multiple vulnerabilities for applications, hosts, application findings, or host findings.

User Prerequisites / Ivanti Neurons ITSM Connector Setup

Prerequisites:

• have API access.

• be able to Create Incident/Update Incident (this includes updating the status, notes, and other fields in the Create Incident form) in Ivanti Neurons ITSM.

Ivanti Neurons ITSM Connector API Calls

The following API calls are performed during a connector run to create incident from the RBVM platform to ITSM.

API Type	Endpoint
Authorization	POST https://{URL}/api/rest/FormMetaData/GetFormDefinition/{{tickettype}}
Validate Form fields	POST https://{URL}/api/rest/FormMetaData/ValidateBusinessObject/{{tickettype}}/Insert
Get Dynamic Form fields	POST https://{URL}/api/rest/FormMetaData/GetValidatedFieldValues/{{tickettype}}
Fetch Customer details	GET https://{URL}/api/odata/businessobject/{refObj}?$skip={skipCount}&$top=100
Upload Attachment	POST https://{URL}/api/rest/Attachment
Fetch Attachment	GET https://{URL}/api/odata/businessobject/attachments?$filter=ParentLink_RecID%20eq%20'{business_rec_id}'
Delete Attachment	POST https://{URL}/api/rest/Attachment?ID={attachment_id}
Create Ticket	POST https://{URL}/api/odata/businessobject/{{incidentTicketType}}
Fetch Ticket Status	GET https://{URL}/api/odata/businessobject/{{incidentTicketType}}('bussiness_rec_id')
Add Journal Section	PATCH https://{URL}/api/odata/businessobject/incidents('bussiness_rec_id')/IncidentContainsJournal('journal_rec_id')/$Ref

Configuring ITSM Connector in Ivanti Neurons for RBVM and ASOC

To create tickets from Ivanti Neurons for RBVM and ASOC, you need to leverage the ITSM Connector.

Navigate to the Automation > Integrations page.

Using the search bar in the upper-right corner of the Integrations page, type ITSM to find the connector.

Locate the ITSM Integration card on the page and click Configuration.

In the new window, under Connection, complete the required fields, as described below.

• Connector Name: The connector’s name.

• Location (URL): URL of the Ivanti ITSM instance.

• API Key: The user’s username that has access to the Ivanti ITSM instance.

Click Test Credentials to verify the credentials are correct and have access to make API calls to the Ivanti ITSM system. Once connected, the Configurations section will be populated.

From the Ticket type list, select one of the following three options: 

• Incident

• Problem

• Change

Before configuring the RBVM-ITSM integration, ensure that the required ticket form is created and configured in ITSM. The integration relies on the form definition to expose and populate fields during ticket creation. The form used by the integration may not be available by default in the ITSM client. Administrators must create the appropriate form for the relevant ticket type (such as Incident, Problem, or Change) before configuring the integration.

Important

• Any fields that need to be viewed, configured, or populated through the RBVM-ITSM integration must be added to the form. Only fields included in the form are available for configuration and mapping through the integration.

• ITSM may automatically populate certain default fields and values used for ticket creation configured by the user in their respective tenant. Consider these defaults when configuring field mappings and validating ticket creation behavior.

• Fields commonly used by ITSM business rules are included in the default RBVM ticket creation configuration. You can modify the values assigned to these fields through the integration configuration, if required. If a field referenced by a business rule is not available in the form, add it to the form as described above. Failure to make required fields available may result in validation errors or unexpected behavior during ticket creation.

• Review all form configurations, default values, and business rules to ensure that the values provided by ITSM are compatible with the existing RBVM - ITSM configuration.

Default fields and values configured in ITSM are applied as part of the ticket creation process. Where applicable, user-supplied values may override default values, subject to the form configuration and business rules defined in ITSM.

Ticket Types

• Incident - Following fields are mandatory for this ticket type:

  

  • Customer - Select from the list

  • Status - Current status of the ticket

  • Summary - Enter some details about the incident

  • Description - Describe the incident in detail

  • Owner - The user to which the incident has to be assigned

  This ticket type uses the static form IvantiNeurons.IncidentDetails.Default. Use a form with the same name and ensure that it contains all the fields required to create an incident ticket type.

• Problem - Following fields are mandatory for this ticket type:

  

  • Status - Current status of the problem

  • Category - Select the category of the problem

  • Source - Select the source from which the problem was identified

  • Summary - Enter some details about the problem

  This ticket type uses the static form IvantiNeurons.ProblemDetails.Default. Use a form with the same name and ensure that it contains all the fields required to create a problem ticket type.

• Change - Following fields are mandatory for this ticket type:

  

  • Status - Current status of the change

  • Summary - Enter some details about the change

  • Description - Describe the change in detail

  • Change Type - Select the type of change

  This ticket type uses the static form IvantiNeurons.ChangeDetails.Default. Use a form with the same name and ensure that it contains all the fields required to create a change ticket type.

Tickets Attachments

Attach asset and finding details to tickets- This option is selected by default. It indicates that whenever you create a ticket, some default values are sent as an attachment to the ticket. You can continue with the "Default details" selection or you can select the "Select a shared detail template for findings" to use an existing template.

As part of the ticket creation process, you would have to create tag with each incident. If you wish to delete those tags and associated ticket information this can be achieved by checking this box. You can also choose to sync the status of Remedy with Neurons RBVM/ASPM/VULN KB findings using the following option.

Ticket Status Settings

The Ticket Status Settings section allows you to set the ticket sync status and close status on which you want to sync the ticket data from ITSM to RBVM.

Ticket sync statuses: 

• Pending approval - Select to sync the ticket when the status is in Pending approval state

• Requested - Select to sync the ticket when the status is in Requested state

• Denied - Select to sync the ticket when the status is in Denied state

• Cancelled - Select to sync the ticket when the status is in Cancelled state

Ticket close statuses

• Pending approval - Select to sync the ticket when the status is in Pending approval state

• Requested - Select to sync the ticket when the status is in Requested state

• Denied - Select to sync the ticket when the status is in Denied state

• Cancelled - Select to sync the ticket when the status is in Cancelled state

Click Save to save the connector’s configuration and create the connector. Once saved, the connector is now visible on the Integrations page under Currently Configured Integrations.